Job Description:

Flexible Work Arrangement: Hybrid

The Operations Applications department has two primary responsibilities, to act as the focal point for providing IT services to the Operations Division and to act as the representative of, and advocate for, the division within the Information and Technology Services (ITS) Division.
In support of those responsibilities, the Manager, Operations Applications will develop and maintain the business relationship between ITS and the business areas in the Operations Division. Ensure alignment of business area goals and objectives with ITS goals and objectives. The manager will establish and maintain effective and active communications between ITS and the business area. The manager is responsible for providing information and technology services to the business and for ensuring a high level of customer satisfaction. This includes coordination of ITS support for several critical applications that support PJM's core business of running the electric power grid 24x7.
The Manager is responsible for day-to-day work assignments for the department staff.
Areas of responsibility include:
• Design, development, maintenance & support for PJM applications supported by ITS business-aligned departments
• Implementation of security and compliance requirements (including NERC CIP)
• Managing the technology lifecycle of applications
• Providing IT services, including those provided by the department staff, by other ITS departments or by external service providers, to client business areas.

Essential Functions:

• Establish the mission for the department and ensure that staff is aware of and supports the mission.




• Establish and monitor departmental goals required to achieve the mission.




• Establish, monitor, and maintain customer satisfaction levels.




• Interact with other PJM managers to ensure that the services provided by the department are meeting the needs of the PJM staff.




• Interact with the PJM management and senior management staff to maintain currency with overall PJM business and management issues and directions.




• Support the mission and core values of PJM throughout interactions with all PJM staff and business relationships with PJM members, visitors to PJM, vendors, and industry contacts.




• Ensure that the staff is well trained on the current technology and provide opportunities to develop new technology for PJM as appropriate within budgetary constraints.




• Develop and monitor departmental budget consistent with PJM budgetary direction and corporate goals.




• Ensure that mission-critical PJM applications are maintained and enhanced as necessary to ensure that critical business needs are met.




• Establish a sense of urgency to complete tasks in an efficient and cost-effective manner.




• Maintain an exceptional level of customer focus. Maintain an inspired culture that is centered on integrity and customer focus.




• Conduct the employee appraisal process including the development of goals and provide performance based feedback.




• Conduct appropriate counseling and disciplinary activity as necessary.




• Retain staff in a marketplace with an exponentially increasing demand and limited resources to meet the evolving need.




• Ensure all initiatives adhere to PJM control objectives and use of standard processes




• Develop strong and open working relationships with team members and Operations department members.




• Effectively manage the departments’ resources by ensuring that personnel and projects are aligned with PJM, Operations and ITS objectives.




• Continue to build and develop relationships with our business area clients by providing superior customer support and continuing to gain a better understanding of their business.




• Provide managerial oversight and participate as necessary in the evaluation of vendor proposals.




• Ensure that all business unit projects are managed and implemented according to jointly developed priorities.




• Ensure technology lifecycle is maintained including patching, upgrades and coordination of these efforts with business priorities.




• Ensure compliance with all NERC CIP standards

Characteristics & Qualifications:
Required:

• BS degree in Computer Science, Engineering or equivalent work experience




• At least 5 years of work experience




• 2+ years of leadership experience in a managerial/supervisory role.




• Ability to visualize and solve complex problems




• Ability to communicate effectively with management, peers, and customers




• Experience using verbal and written communications skills




• Ability to possess strong influential and persuasive skills




• Ability to give and receive tough messages




• Ability to collaborate, influence, and partner with business units




• Ability to develop flexible business processes to support a changing environment




• Ability to develop strategy and policy using previous knowledge and experience




• Ability to develop strong relationships with multiple departments and divisions




• Ability to lead an organization in trouble shooting and problem solving




• Ability to negotiate and persuade

Preferred:

• MBA degree in Business Administration




• 5-10 years of leadership experience in a managerial/supervisory role.




• Ability and desire to build relationships and interact with a wide range of stakeholders and staff to maintain and enhance PJM’s customer service reputation




• Experience with PJM operations, markets, and planning functions